Table of Contents

call center feature list

asterCC Commercial version is a powerful system, flexible configuration provides a way to fit different business. Overall, the system is divided into three parts
- PBX functions, the telephone system, we also put the role and privilege in to this part.
- Call center functions, also called CTI functions, it provides for the agent and agent group configuration, call events and API so business module can call. This “Business modules” can be built-in module system can also be a third-party system(sugarcrm, vtigercrm, kayako, etc.).
- Business moduls, popular understanding can be understood as CRM functionality for different business, the system provides a variety of business functions modules, some can also be used in combination, for example, the campaign often associated with outbound predictive dialer module.

The following lists the common features and system features, if not listed here the features you want, please send an e-mail consultation.

PBX features

Multi-user

Can be understood as a system of services for enterprises independently of each other , this feature is commonly used in the hosted call center. In asterCC commercial version of the call center system, each team can be understood as a separate enterprise .

Roles and privilege

This function is used to control authority , the general call center roles including administrators , operations, quality control, team leader , agent . Each character will have different permissions , the system supports the role set to set different permissions ( add, edit, view , delete, and export ) and scope ( the entire team , an agent group and the users themselves ) .

Batch Configuration

VoIP trunk

SIP trunk

IAX trunk

Network extension

External Extension

External extension refers to a phone number can be configured to use as an internal extension , the extension should be noted that such a system can only receive calls , but can not initiate a call to the system .

Configuration Templates

The system supports configuration templates that you can easily use the batch modify extension and trunk parameters.

Card support

E1/T1 card

Analog board

Call group

Is the account group or profile , the system allows the grouping of different accounts and correspond to different trunk groups , such as a company 's sales department can dial any area of the phone, and human resources can only be local calls .

Trunk Group

The system allows multiple trunks to be configured into trunk groups, each trunk group can have a corresponding outbound routing rules , and limited trunk group also supports sequential , and random use of polling using three strategies .

The system supports automatic disabling trunk, for example, when a trunk call five consecutive number fails, the system will automatically disable this trunk, and send e-mail alert to the administrator. In the trunk group to use this feature ensures that the system services are not interrupted , when a trunk is not available , the system will automatically avoid to use this trunk.

DID grouping

Outbound Routing

Most of the trunk group call routing to use ( because it involves multiple trunk routing ) , the system supports prefix length matching , matching the success of the trunk can also be used to remove and add the prefix

Inbound Routes

System support DID routing , trunk routing , caller ID routing , as well as combinations of the above conditions

the Caller ID attribution routing

When you configure a callerid attribution surface after routing incoming caller ID can be selected according to the routing , while matching the input name attribution , attribution when the calling number and the number of prefix matching , it can be routed to where you want to the object. This feature is commonly used in relatively large call centers , for different area customers have special agent group deal with the situation.

Ringing Groups

Timecondition routing

Call Decords Detail

Call Recording

System support wav format recording, the recording quality for the requirements of the user can select wav format.

Voice Mail

Voice Message

Call Transfer

Call Forware

Call whitelist

Call Parking

Call Blacklist

Outbound Caller ID restriction

Outbound Caller ID by agent limits , the system can limit the system user to set the calling number , to prevent unauthorized calls.

Conference Call

IVR voice menu : astercc the IVR only meet common needs of SMEs can also implement complex process design or integrate with other systems (avaya, Huawei , etc. )

Support Webservice integration, through webservice, can realize functions such tts and asr

The system provides a wealth of hot keys for agents who would not use portal

Call Transfer

Attend-transfer

Consulting agent

Consultation external number

Call Parking

Call pickup

Report of the extension number

Recording

agent check-in

agent check-out

DND activation and deactivation

Switch to the normal call mode

Switch to outbound mode only

Switch to inbound call mode only

Ignore the DNC

My voicemail

Log voicemail

Call forward

Call forward when busy

Call forward when unavailable

Call forward when no answer

Cancel all forwarding

Module Installation and Upgrade

The majority of cases , the system administrator can click on the page button to complete the installation and upgrade modules

Call center features

Real-time monitoring

Provided by the system monitoring page , you can see the different agent group's status, including agent status ( checked in , idle , ringing , call, pause, acw ) as well as customer wait situation

The interface can perform the following operations

Modify agent call mode ( only outgoing / incoming calls only / all )

Modify the agent , then after mode ( after words ringing / call , then after / disable )

Force to check out

Force to idle

Force to pause

When the agent is in a call, the group admin can perform the following actions

barge-in

spy

intercept

hangup

whisper

Real-time online agents

Real-time online account

Real-time trunk status

Real-time agent status

Click to call

Click to send SMS

Click to send Mail

Agent ratings

Call panel

Call panel can display the current agent, and the call the agent maintenance

Music on hold

Call Consult

Call Transfer

Conference call

agent during a call can always invite new number to call, on the portal, agent can invite up to 12 parties in to a conference call.

Agent pause

By using the pause function , the system can better statistical agent behavior .

Static agent

For the agent group , agents need to check in order to work properly

Dynamic agent

For the agent group , agent automatically checked in and remain in that state

Online agent

For the change agent group , agents need to login through a browser interface agent checked in order to work , when the agent close agent portal, agent will be automatically checked out, it's usually used when a agent need use a browser to read or edit customer data.

Offline agent

For the agent group , agent checked in by phone , and agent will not be checked off even the agent portal is closed.

Outside agent

Agent could use any phone number to recevie a call from the system

Multi-group check-in

Agent can belong to multiple agent groups , and in different agent group can set different dynamic / static as well as online / offline mode

Multiple call mode

Inbound and outbound

Only incoming

Only outgoing

A variety of ACW mode, agent could have different ACW mode for different agent group

Ringing ACW

Answer ACW

Disabled

Agent calendar reminders

Automatic data backup

Recording automatically cleared

A variety of recording formats

SMS Templates

E-mail Templates

SMS blasts

Email blasts

Custom numbers format rules

CallerID attribution management

Agent pasuse reason management

Internal messages

System Report

Queue ( ACD )

A variety of ring strategy

Queue location indicater

VIP customers queuing

Network Callback

API provided by the system , the user can through various channels to collect user callback request , the system will pop up a call back request and then by the agent callbacks.

Map Support

Through integration with google maps , the system provides a quick way to display address , enter the address of the user agent then click on the map icon on the map shows the location of the.

Agents receive calls without geographical restrictions and network

On-channel data

Agent portal receives a call request, the same will be displayed on the Caller ID information, such as calling number, called number , the queue name and other data.

Call Recording API

System allows third-party system through the call identifier string for recording storage address .

Business functions

Campaign

Caller ID based on campaign or agent

Customer Package: each campaign could use an individual customer package, it also supports to use a “main table”

Agengt and customer records: each campaign could be configered as agent obtain customer record by click a button, or assiged by supervisor

Agent Fields: to config what customer information could be seen by agent, we can also config it as readonly.

Management Fields: to config what customer information could be seen by user, in the mean time, it's used to set what fields will be exported.

The dialing mode based on campaign

Pre-dective dialer: system will dial the customer in dial list first, when customer answered, it will transfer the call to a system object (usually it's IVR or queue)

Preview dialer: agent need open customer and click manually

Automatic dialer: when agent click “start work”, system will open a customer and dial, when a call is hangup, system will count down and dial next one automaticly.

Call the result: admin could have custom call result, for global or individual campaign. System provides a default DNC call result, which will put customer number to do not call list.

Working time setting

Custom popup link

Dial Mode Selection

Do not call list

Agent success rate ranked

Hide customer contact

Data Monitor

Separated call records

On Hook Email: when customer hangup from the system, system could set to send a email to this customer automaticly